Director of IT Customer Service (Administrator II)

CSU Careers•Chico, CA

29d•Onsite

About The Position

The Director of IT Customer Service leads the strategy, design, and delivery of consistent, high-quality experience for IT Support Services at Chico State. This role brings together service delivery, user experience, and customer insight to ensure that students, faculty, and staff can effectively engage with technology in support of teaching, learning, and campus operations. This position provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing support channels, while advancing a culture of service excellence, accountability, and continuous improvement. The Director partners across the Division of IT and campus stakeholders to align services with institutional priorities and improve the overall user experience with technology.

Requirements

Bachelor’s degree in a related field or equivalent combination of education and experience.
Minimum of 5 years of progressively responsible experience in IT support services, customer experience, or related field.
Demonstrated experience leading teams and managing staff, including performance management and professional development.
Experience using data, metrics, and customer feedback to inform decision-making and drive improvements.
Strong communication and interpersonal skills with the ability to work effectively with diverse stakeholders.

Nice To Haves

Higher education IT experience
ITIL or other IT Service Management framework experience
Customer journey mapping or user experience methodologies
Experience with ServiceNow or similar enterprise ITSM platform
Experience implementing customer experience or digital transformation initiatives

Responsibilities

Leads the strategy, design, and delivery of consistent, high-quality experience for IT Support Services.
Provides leadership across IT Support Services, including the Service Desk, Field Services, and customer-facing support channels.
Advances a culture of service excellence, accountability, and continuous improvement.
Partners across the Division of IT and campus stakeholders to align services with institutional priorities and improve the overall user experience with technology.